Customer Service & Operations Analyst

RBS; Saint Helier; On-site; GBP 28,000 - 34,000; Full time

Job summary

RBS in Jersey is seeking a Customer Service & Operations Analyst to support the contact centres, analyse performance data and implement process improvements. You will help drive efficiency and better customer experiences in a fast-paced environment.

The role emphasizes handling queries, documenting incidents and collaborating with operational teams to create measurable improvements while adhering to office-first working arrangements.

Qualifications

• Experience of analysing and using performance data.
• Ability to convey information in a simple and understandable way.
• Understanding of contact centre operations and performance metrics.
• Microsoft Office skills, including Excel, PowerPoint and Word.

Responsibilities

• Provide crucial support to customers and colleagues in contact centres.
• Respond to and investigate queries, supporting business processes, policies and procedures.
• Identify barriers to performance and coordinate improvements to enhance efficiency.
• Keep accurate records of day-to-day operations and log incidents.
• Review manual or ineffective processes for automation or enhancement.

Skills

Data analysis

Clear communication

Contact centre metrics

MS Office

Tools

Excel

PowerPoint

Word

Job description

Join us as a Customer Service & Operations Analyst

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
• If you don’t currently live in Jersey, you’ll need to specifically state in your CV that you have the right to live and work here to be considered for this role

What you’ll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

You’ll also be:

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences

The skills you’ll need

To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

• Experience of analysing and using performance data
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel, and Word

Hours

35

Job Posting Closing Date:

02/10/2026

Ways of Working:Office First